In this article, we feature 4 text message template ideas that you can use to drive customer engagement. Before we go through the text message template ideas, we’ll take a look at the broader picture of why customer engagement is important for business, and how SMS can improve customer engagement.
The Importance of Improving Customer Engagement
Engaging with your customers can lead to better customer retention rates, which in turn encourages repeat business, and drives revenue. Research conducted by Frederick Reichheld from Bain & Company concluded that “… a 5% increase in customer retention produces more than 25% increase in profit.”
With it’s immediacy and 97% open rate, SMS as a business communication channel has proven to be an effective medium to engage with customers. The low cost of SMS (compared to email and telephone calls) can further drive down communication/marketing costs considering the fact that it’s 25 times more expensive to acquire a new customer rather than retain an existing customer.
What Makes SMS An Effective Way To Engage With Customers?
SMS messages get across to customers more efficiently than emails and phone calls do. Only 15% to 25% of emails get opened, and voice mail usually results in phone-tag and a slow response time at its best. What’s more, sending a text message is 10 times faster than calling and 5 times more effective than emails. The nature of the SMS message with its text format and direct service to the customer allow it to be an efficient channel of communication for businesses.
SMS messages are also a win for the customer. SMS allows the customer an avenue to respond quickly to the business, or to respond to the business at a later or more convenient time. In the end, the most important factor is that the customer receives the message from the business – not something emails and phone calls can always promise.
Without further ado, we’ll go through the following text message template ideas and how each text message template contributes to greater customer engagement.
Text Message Template Ideas To Improve Customer Engagement
Touching Base With Customers
After a business has established a relationship with a customer, it’s always good practice for the business to make contact with the customer every three months or so. This allows the business to learn of any product feedback, or stay up-to-date on any potential future purchases the customer may make. SMS also serves the customer as a reminder that the business is still present and ready to assist. SMS provides a great way for businesses to touch base with their customers in a non-intrusive way. A ‘touch-base’ SMS may read as follows:
“Hi [John], hope all is well. Just touching base with you to see how you’re going with the [product] you recently purchased from us. Let us know if there is anything we can do for you. [Jess @ Company]”
As a ‘sales’ rule of thumb, a good courtesy or promotional text message should be Personal, Friendly, and Relevant.
Reminding Customers Of Important Information
As we’ve already discussed, customers do not always receive the information sent through emails or voice mail. Important information such as a bill payments or appointment reminders may not be seen or heard of by the customer if sent through mail, email or left as a voice message. Fortunately, businesses can use text messages to instantly communicate reminders to a customer.
Important information that may warrant an SMS to a customer may be in regard to:
- Account Information (ie. passwords)
- Appointment Confirmation
- Upcoming, current or late bills
- Status on delivery items & much more
Promotions (In Conjunction With Special Events)
Promotions, especially when run in conjunction with special events such as birthdays and holidays, are a great example of how to improve customer retention! With SMS, businesses can easily send SMS promotions in bulk, while at the same time personalise SMS messages. In reference to Frederick Reichheld’s research, the low cost of conducting a promotion with SMS to established customers is minuscule compared to the costs of acquiring new customers.
A promotional SMS may read something like this:
“The team from [company] would like to wish you a Happy Birthday [John]. Use this text message to receive 50% off your next purchase at any [company store]. We hope you have a great day.”
Not only would a promotional SMS be a cost-effective investment to retaining customers and building customer loyalty, but also a kind gesture that is sure to put a smile on the customer’s face.
The instant nature of an SMS allows for an effective way for businesses to run surveys and obtain valuable customer feedback.
SMS surveys may read as follows:
“Thanks for visiting [Business]. On a scale of 1 to 10…
…. how would you rate our customer service.”
…recommend our [shop/service/product] to a friend or colleague.”
“Thanks for visiting [Business]. How did you find our business?
Text ‘1′ for Online
Text ‘2’ for Sign
Text ‘3’ for Referral”
So there we have it! Four text message content ideas that you can use in your business to increase customer engagement. In turn it can improve customer retention rates and drive revenue. Although SMS may seem to be a primitive communications tool (in the context of the modern world), it has proven to withstand the test of time. It has also provided convenience and versatile functionality to both businesses and customers.